ClickSoftware to Help Telecom Namibia Enhance Efficiency of Field Technician Scheduling

Telecom Namibia, the national telecommunications operator of Namibia, is hoping to enhance customer service and maximize its field technicians’ efficiency with the help of the scheduling and mobility solutions from ClickSoftware (News - Alert).

In a statement, Chie Wasserfall, head of field services at Telecom Namibia said, “ClickSoftware will allow us to execute in real-time, with greater agility and visibility of our field technician’s workloads. We expect customer service levels will rise even higher, with the provision of realistic, accurate and narrow appointment slots. New services can be delivered in much shorter time frames and faults will be rectified within hours.”

ClickSoftware provides a variety of mobile workforce management solutions, with software for planning, forecasting, scheduling and analytics. The company uses best business practices and advanced decision-making algorithms in its mobile field service software to manage the service operations with planning, execution and analytics.

ClickSoftware explained that its mobile workforce planning solution ensures that a company has just enough skilled resources at the required place and at the right time, ensuring that the desired workload is completed and resources are allotted effectively.

Telecom Namibia, meanwhile, delivers voice, SMS, data and video solutions and is planning to replace its existing manual WFM processes with ClickSoftware mobility and scheduling solutions.

With the scheduling solution from ClickSoftware, Telecom Namibia hopes to ensure that its commitments to customers are aptly supported, optimizing the work schedule on the day of service and seamlessly managing unexpected events. The solution can suggest changes to the schedule to accommodate real-time situations while still maintaining optimal service levels.

Through real-time workforce optimization and automation, Telecom Namibia will be able to automatically apply a consistent rule set to its scheduling, allowing it to maintain a smooth workflow.